Online and Mobile Banking Upgrade

Why we are upgrading

Our current digital banking platform will no longer be available, so we have to change to a different platform. This new platform is very exciting and offers new features such as enhanced security, improved functions, and more services. The platform will also have the same look, feel, and functions regardless of whether you are using a phone or laptop.

When is the upgrade taking place?

We are scheduled to go live with the new platform in February 2025. We will update our website and communicate when we have a specific date and time.

New Features

  • Member-to-member transfers

  • Organize your accounts

  • CD (Share certificate) renewals

  • Check withdrawals

  • View similar transactions based on a specific merchant

  • Notate all Transactions

  • Joint Acct. holders will have a unique login

  • Loan Payoffs

Important Things to Note

  • You do not need to re-enroll

  • Your Username and Password will Stay the Same

  • Bill Pay information will carry over

  • Mobile Users: Once the platform is live, from your existing app’s login screen, you will be redirected to download the new app. You will want to delete the old app once your new app is live.

  • Members logging in on our website: Once the new platform is live, you will start your login process as normal, and then you will be redirected after entering your username.

  • There will be a scheduled downtime when the platform is updating. We are available to assist you with your banking needs during that time.

Steps to Prepare Now

  • Make sure you know your username and password. If you have it saved on your device or use Face ID, you will need to type in your credentials. you can reset this information on the login screen prior to the upgrade. Or contact Hopewell and we can help you.

  • Ensure your contact information is up to date. We will be emailing and mailing out more information about the upgrade.

FAQs

  • You need to clear your cache in your internet browser to remove all cookies. If you need further assistance, please contact us.

  • This error is present during the login process and typically means that your credentials didn’t match our records. Try entering your credentials one more time. If the error persists, please call us at 740-522-8311 for further assistance.

  • This error is present during the login process and typically means that our records show that you have previously created an account with us. If you forgot your username and password, on the login page, click “Forgot?” and follow the steps to recover your account.

  • Yes, all existing scheduled transfers in the previous digital banking system have been moved to the new system.

  • Account transactions can only be downloaded in online banking (excluding the app).

    •        Log In

    •        Select Accounts

    •        In the Accounts section, select the account you like to download transactions for.

    •        In the Activity area, select the first icon next to the print and search icon.

    •        On the Download Activity window, select the Date range and File Type and click Download.

  • Bill payment accounts will be automatically transferred and do not need to be set up again.

    Any scheduled bills will be paid as scheduled and scheduled payments will carry over to the new digital banking experience

  • Whatever device you are on, it’s easy for you to start a secure conversation with the credit union:

    • Log in to digital banking via the Login button on the website or via the mobile app.

    • From a desktop, click on the Message menu item, or select Message from the dashboard of mobile banking.

    • Select Type a Message.

    • Type your message and click Send.

    A member service associate will respond shortly

  • You will not have to re-enroll in eStatements. If you have not yet enrolled in eStatements, we encourage you to do so. The new digital banking site will make accessing your account and statement information easier than ever.

  • Alerts will need to be re-entered in the new system. To set up alerts in digital banking:

    • Log in

    • Select the account you would like to set up an alert for

    • Click Alert Preferences in the menu

    • In the Balance alerts section, select Add alert.

    • Select Above or Below, and then input a dollar amount.

    • In the Alert/Notify by field, select Email, Text message, or In-app message.

    • Select Add Alert to save the alert

    • Repeat steps for Transaction alerts

  • Yes, you can update your phone number, email address, or primary address in digital banking.

    • Log In

    • Click on the User Profile icon. If on desktop, click the User Profile icon, then Settings

    • Click Edit next to your phone, email, or address

    • Verify your password

    • Edit your contact information

    • Click Save

    Phone and email updates will happen immediately. All address updates will be reviewed by a Member Service Associate and you may be contacted for additional information.

  • You can rearrange the order your accounts display in digital banking to reflect the sequence you want.

    • Log In

    • From the Accounts click on the three dots and click Organize Accounts in online or click the opposing arrows in mobile

    • Drag and drop the accounts to rearrange the order

    • Click Done

  • Recommended browsers (current major release):

    • Microsoft Edge

    • Firefox

    • Safari

    • Chrome

    Note: Microsoft no longer supports Internet Explorer versions older than 11.0, and security updates are not available. Please download one of the browsers listed above.

    Safari versions below 10.1.2 are not compatible with the initial log in process. To complete the initial log in process, upgrade to the latest version of Safari, or use Chrome or Firefox.

  • Yes! You can customize a unique Dashboard set up for each of your devices. Changes to one device’s Dashboard layout will not affect the arrangement on other devices.